Major Incident Manager
2 months ago
About the Role
This is an exciting opportunity to showcase your expertise in Major Incident Management in a dynamic and complex environment. To be successful in this role, candidates will need to demonstrate previous experience in managing Major Incidents using in-house and vendor-based support teams.
In this position, you will be responsible for coordinating the recovery of all Major Incidents to resolution and assisting the IT Major Incident/Problem Manager in the analysis and long-term resolution of issues. The successful candidate must have the ability to have challenging conversations with clients, customers, and key stakeholders, chair meetings, and drive action plans while being proactive and reactive towards problem management.
- Manage rapid response to major incidents and problems, ensuring that appropriate action is taken to investigate and resolve them, with minimal downtime to systems and services.
- Ability to motivate/influence and support the response team to deliver rapid response to major incidents as they occur.
- Ensure effective investigation of all incidents in line with service level agreements, providing a high level of customer contact/communication for critical incidents.
- Conduct post-incident review meetings.
- Own the investigation of resolved critical incidents to determine root cause.
- Provision of Major Incident reports to customers and the business.
- Utilize problem management processes and procedures to analyze system failures and provide resolutions to reduce future incidents.
- Recording of problem records, ensuring workaround for recurring problems are added to the knowledge base and communicated to the Help Desk.
- Maintenance of known error records.
- Manage business communications for IT change activity outside of core hours.
- Where necessary, support the functional testing of IT change activity outside of core hours.
- Proactive monitoring of IT systems and services.
- Support the wider team with IT Operations activities as required.
About You
- Ability to influence key stakeholders in achieving minimum disruption to the Stores & Web site IT infrastructure.
- Excellent communication and organization skills.
- Proven track record in Incident and Problem Management.
- Ability to effectively challenge when appropriate.
- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service.
- Substantial proven experience of successfully managing major incidents.
- Ability to work well under pressure and lead a team to resolve major incidents.
- Ability to think logically, analyze situations, and problem-solve.
- Proficient in knowledge of IT Infrastructure (hardware, databases, operating systems, local area networks, etc.).
- Broad knowledge and understanding of IT concepts and architectures.
- Shows aptitude for analyzing and managing problems arising from incidents.
- Substantial experience in a complex airport environment is highly desirable.
- Relevant ITIL qualifications, ITIL foundation as a minimum.
- Experience of using ServiceNow/Jira is highly desirable.
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